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Service Desk Manager

National TreasuryZA

18 hours ago

Job description

Job title : Service Desk Manager

Job Location : Gauteng,

Deadline : October 29, 2025

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Qualification / s Requirements

Grade 12 is required, with a minimum National Diploma (equivalent to NQF level 6) or Bachelor’s degree (equivalent to NQF level 7) in Information Technology;

Microsoft Certified Professional or Project Management or Microsoft Certified System Engineer or A+ or N+ or TOGAF, VMware (such as vSphere, ESXi, vCenter, Horizon, NSX, etc.) will serve as an added advantage;

A minimum 4 years’ experience of which 2 years should be at an Assistant Director level or equivalent obtained in Information Technology;

Knowledge and exposure to the development and implementation of an IT Infrastructure Library environment;

Knowledge of IT software and hardware development. Vast knowledge of Dell technology; and

Knowledge and experience in VMWare and disaster recovery technology.

Key Performance Areas

Service and Operations Management :

Provide support to the National Treasury in accordance with service level agreements;

Analyse areas for process and service improvements and implement the ICT Infrastructure Library in alignment with best practices;

Establish formal processes for regulatory and other industry requirements;

Implement methodologies to improve call resolutions in the management of customer expectations;

Assist with the solving of complex hardware, software and procedural problems;

Oversee the process whereby ICT support calls are fielded, categorised, and allocated for resolution;

Manage the provision of first line infrastructure and applications support; and

Review ICT service provider performance and implement remedial actions for improvement.

Stakeholder Engagement :

Engage stakeholders and assess their business requirements pertaining to new features, applications or system;

Develop and maintain a customer care philosophy for implementation within business;

Manage stakeholder mapping and prepare communications to stakeholders and respond to stakeholder enquiries; and

Market the ICT offerings and awareness through the Service Desk.

Monitoring and Compliance :

Analyse service desk performance and compliance statistical methods utilising the Service Desk tools;

Develop a Strategic Information System Planning (SISP) for the section;

Production of monthly reporting and tracking of service metrics and their trends;

Update and implement relevant ICT policies and protocols in compliance with internal procedures;

Provide detailed, accurate information for internal and external audit purposes within specified deadlines; and

Assist in updating the audit and assets register of all equipment allocated to the section.

Research and Development :

Initiate research on the latest technology trends to improve processes and service delivery.

IT Assets and Infrastructure :

Ensure on-going maintenance of entire infrastructure environment (including servers and storage);

Coordinate periodic ICT asset storage and rotations of ICT assets;

Update ICT Asset Register and monitor adherence to ICT Asset policies; and

Execute infrastructure support and maintenance with due consideration for lifetime of assets and the ICT asset policies.

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Service Manager • ZA

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